旅客无礼行为对空中乘务员工作疲劳的影响研究  

A Study on the Effect of Customer Incivility on Flight Attendant Work Fatigue

作　　者：马芳芳 吴佳佳 陈秋萍[3] MA Fangfang;WU Jiajia;CHEN Qiuping

机构地区：[1]桂林理工大学南宁分校 [2]泉州职业技术大学 [3]华侨大学旅游学院

出　　处：《西南交通大学学报（社会科学版）》2022年第6期126-141,共16页Journal of Southwest Jiaotong University(Social Sciences)

摘　　要：航空业中旅客无礼行为现象频发,这直接导致空中乘务员工作疲劳程度加深,如何减轻旅客无礼行为对空中乘务员情绪与行为的影响成为管理者需重点关注的问题。根据情感事件理论构建影响空中乘务员工作疲劳的理论模型,并运用验证性因子分析法和层级回归法对调查数据进行检验,结果表明:(1)旅客无礼行为显著正向影响空中乘务员工作疲劳;(2)旅客无礼行为对空中乘务员表层扮演有显著正向影响,对其深层扮演有显著负向影响;(3)空中乘务员的表层扮演显著正向影响工作疲劳,其深层扮演显著负向影响工作疲劳;(4)表层扮演与深层扮演在旅客无礼行为对空中乘务员工作疲劳之间具有部分中介作用;(5)自我效能感在旅客无礼行为与空中乘务员表层扮演关系中不存在显著的调节效应,其对旅客无礼行为与空中乘务员深层扮演的关系具有负向调节作用。The phenomenon of customer incivility is frequent in the aviation industry,and the work fatigue degree of flight attendants is deepening.How to reduce the impact of customer incivility on the mood and behavior of flight attendants has become a problem that managers need to focus on.Based on the affective events theory,the theoretical model of influencing flight attendant work fatigue was constructed,and 503 data collected were tested by using confirmatory factor analysis method and hierarchical regression method.The results show that:customer incivility significantly positively affects flight attendant work fatigue.Customer incivility has a significant positive effect in the process of surface performance of flight attendants,and a significant negative effect in the process of deep performance of flight attendants.The surface performance of flight attendants has a significant positive effect on work fatigue,while the deep performance has a significant negative effect on work fatigue.Both surface performance and deep performance have partial mediating effects on the relationship between customer incivility and flight attendants work fatigue.Self-efficacy does not have a significant moderating effect on the relationship between customer incivility and surface performance of flight attendants,but has a negative moderating effect on the relationship between customer incivility and deep performance of flight attendants.

关 键 词：旅客无礼行为 空中乘务人员 工作疲劳 自我效能感 情绪劳动 情感事件理论 心理健康 

分 类 号：F562.6[经济管理—产业经济] F274